From the emphasis on contactless experiences to the mass migration to new-and-evolving digital channels, it’s impossible to overstate the magnitude of change that took place in 2020. To help brands ensure their experience management (XM) strategies were keeping pace, SMG fielded more than 25 (and counting) industry-specific studies using our patented mobile research app. With 2021 on the near horizon, we looked back on those results with an eye toward the future to help brands....

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